Rich Instant Messaging with Robots

There was a time when bots were all the rage. I remember instant messaging with bots a decade ago through the university research departments that were attempting to simulate human intelligent conversation. They were charming enough, but you could always stump them with curses.

Soon after, the major players started using them to help customer call flow and voice response systems. Annoying little beasts that can’t understand the slightest hint of Jersey accent still pick up with Verizon, Sprint, Comcast, you name it — the list goes on.

But check this out. John Battelle writes a bit about the MakeBot, and instant messaging search utility that links the RSS of these particular sites with a back-end search function allowing access to site updates through your IM client of choice — providing, I assume, it’s AIM compatible. I’ve signed up to get the boingboing.net feed update every two hours and so far it works swimmingly.

But wait, there’s more! To see this really take off, add MovieFone to your AIM buddy list and type a bit. This bot allows you to search the MovieFone database by title, location, theater, whatever, all through your IM client. I find it faster — far faster — than checking the site through the web. All I need to do is type 1 - 4 - Y - 1 to see a list of movies and times at my favorite theater in my neighborhood. It’s the Century Cinemas over at Cedar Hills, the one that serves warm KettleKorn instead of lameass movie popcorn. Of course, the bot remembers the last time I ran a search and so my zip is still cookie’d somehow, which cuts down my keystrokes.

The implications of this sort of connectivity are huge. It has the potential to have the same impact on customer service than online billpay had five years ago: it eliminates a simple problem with an elegant solultion. With billpay, it eliminated the hassle of managing checks and stamps with a few mouse clicks and auto-payment schedules. With MovieFone, it eliminates the interactive voice response program on the phone and the graphical nonsense and ad programs of the sites with a convenient and unobtrusive “buddy.”

Would advertising play? In a heartbeat. As John mentions, Google is probably salivating over this program. For me, the more interesting implications are in teaching remedial programs to university students. For example, we’ve completely automated our grammar tool online with 90+% accuracy. What if students could open their IM client of choice and paste in a paragraph to the GrammarBot, and receive a near-instantaneous response with corrections, suggestions, tips, and tools? More important, what if a student could submit passages to a PlagiarismBot and get a Google search return of the top ten sites with 85% or greater likeness?